Telecommunication Lead Operator

Job Summary

Under general direction, performs and guides others in the performance of a variety of computerized communication related tasks including the receipt of emergency and non-emergency calls for service, the dispatch of public safety response resource, the use of Emergency Medical Dispatch procedures, the relay of messages, and the location of information and operation of electronic equipment to support the above tasks. In the absence of the Shift Supervisor, assumes shift responsibility for the delivery of public safety communication services.

Essential Duties

Performs all duties of aTelecommunicator as described in the Telecommunication Operator position description.  This includes doing normal dispatch/call-taking duties while also working on the additional duties assigned to Leads.

Ensures the center is adequately staffed based on established staffing levels and call volume with approval of the on-duty Shift Supervisor. Includes calling in employees to cover unexpected absence (illness, etc.)  

Assists in policy and procedure development, ensures that policies and procedures are followed by all personnel. Reports conduct contrary to the shift supervisor.

Oversees thehandling of emergency dispatching situations while monitoring the coordination and communication between responding agencies.   Ensures the efficient and orderly use of resources.

Monitors severe weather or road conditions, implements severe weather procedures, and operates emergency warning equipment.

Assists with training and provides input for regular reviews. Monitors employee performance and conducts additional training of personnel as deemed necessary. Documents performance.

Maintains an activity status record of resource units during a Shift Supervisor's absence.

Serves as an information resource to response units and general public. Relays requests for information through data sources and returns response to units.

Participates in job-related training sessions and seminars. Observes field operations of public safety response units. Attends required staff meetings.

Assists in public education programs.

Resolves disputes between internal staff members, client agency operational staff and the public, in absence of Shift Supervisor.

Makes notation of, and corrects and/or provides input on possible corrective measures regarding hazardous conditions within the communications environment.

Assists and oversees the Communications Training program for respective shift.

Responsible for daily briefings of telecommunications in the absence of a Shift Supervisor.

Assists in the completion of the daily operational checklist of equipment in dispatch/computer room areas in absence of a Shift Supervisor.

Processes teletype hit confirmation requests from other agencies and complex 1029 reviews.

Review entries and cancellations from the T.I.M.E system for correctness and content. 

Authorizes county-wide informational broadcasts of information. 

Authorizes closing of calls when necessary.

Investigates and clones 911 Hang up (BD) Calls to proper agency.  Notifies Supervisor if more information is needed from service provider.

Models professionalism at all times while on duty.

Provides shift relief to Telecommunicators.

Performs related duties as assigned.

Minimum Qualifications Required

Education and Experience:

High school diploma or equivalent supplemented by course work in telecommunications. Minimum of 3 years experience in public safety communications or a related field; or any combination of education, training and experience which provides the necessary knowledge, skills and abilities.

Licenses and Certifications:

Certified for Emergency Medical Dispatch (EMD), or the ability to secure certification within the required time frame.

CPR certified, or the ability to secure certification.

Ability to obtain State certification as a Transactional Information Management Enforcement (T.I.M.E.).

Ability to obtain EMD Quality Assurance (QA) certification as needed.

Certified as Certified Training Officer (CTO).   Training duties are in addition to normal positions.

Train and become a member of the Peer Support Group.

Complete the APCO Communications Center Supervisor Course.

Participate in Scheduling Committee and help in making decisions towards goals of proper staffing and budget.

Knowledge, Skills & Abilities

Considerable knowledge and understanding of municipal government, state and local laws and department policies and procedures.

Considerable knowledge of police, fire and emergency medical services dispatch procedures.

Considerable knowledge of Brown County geographic area.

Knowledge of modern office, teletype equipment and computer equipment, practices and procedures. 

Knowledge of and ability to utilize a computer and the required software.

Knowledge of the function, operation and maintenance of department communications center

equipment.

Ability to recognize equipment malfunctions and coordinate service or repair.

Ability to follow complex oral and written instructions. Ability to carry out assigned projects as needed without detailed instructions and with minimum supervision. 

Ability to communicate effectively both orally and in writing.

Ability to make critical judgements in a short period of time.

Ability to prioritize calls.

Ability to work effectively under stressful situations.

Ability to maintain security and confidentiality of information.

Ability to recognize exceptions and unusual occurrences that require policy decisions at a higher administrative and/or supervisory level.

Ability to work various hours and shifts.

Ability to perform full data entry functions at a rate of approximately 70 net keystrokes per minute (4179 net keystrokes per hour).

Ability to direct and monitor the work activities of employees and correct the work of staff in a tactful and courteous manner.

Ability to establish and maintain effective working relationships with staff, superiors and the public.

Ability to work the required hours of the position.